Checklist template

Delivery damage and claims control for furniture retailers

A ready-to-use checklist with 104 items in 6 sections, covering Pre-delivery inspection, Damage reports, Photos, Claims, Carrier chargebacks, Trends. Use it as-is in InspectLoop, or adapt it to your own standards in minutes.

  • 6 Sections
  • 104 Items
  • 81 Yes / No checks
  • 6 Scored ratings
  • 111 Points

Use this template How audits work

1. Pre-delivery inspection 18 items

  1. Every case-goods piece is opened and inspected before it is loaded for delivery Yes / No 1 pt
  2. Upholstery is unwrapped or inspected through clear wrap for tears, stains and crushed frames Yes / No 1 pt
  3. Pre-delivery inspection is recorded per order with the inspector's initials and the date Yes / No 1 pt
  4. The pre-delivery inspection record lists each piece by SKU or serial number Yes / No 1 pt
  5. The inspector signs each piece off as free of visible damage or lists the marks found Yes / No 1 pt
  6. Minor marks accepted at inspection are written on the delivery ticket so they cannot be claimed later as delivery damage Yes / No 1 pt
  7. Each piece is photographed at the end of its inspection, before it is wrapped Yes / No 1 pt
  8. Finish defects found at inspection are sent to the touch-up technician before loading Yes / No 1 pt
  9. Pieces that fail inspection are tagged and replaced from stock or reordered, not delivered Yes / No 1 pt
  10. The customer is called before the delivery day when a piece fails inspection Yes / No 1 pt
  11. The inspection is done by someone other than the crew that will deliver the piece Yes / No 1 pt
  12. Pieces are re-wrapped with blankets, corner protectors or stretch wrap after inspection Yes / No 1 pt
  13. Inspection records are kept with the order for at least the claim period stated in the delivery terms Yes / No 1 pt
  14. Pieces repaired after failing inspection are inspected again and signed off before loading Yes / No 1 pt
  15. Five orders staged for delivery during the visit each had a completed inspection record Yes / No 1 pt
  16. Orders staged for delivery checked for an inspection record Number
  17. Staged orders without an inspection record Number
  18. Pre-delivery inspection Rating
    • Every piece inspected and recorded 5 pts
    • Inspected but not always recorded 3 pts
    • Pieces delivered without inspection 1 pt

2. Damage reports 17 items

  1. A damage report is opened for every piece found damaged at receiving, in the warehouse, at delivery or after delivery Yes / No 1 pt
  2. Each damage report states where the damage was discovered (receiving, warehouse, truck, home, after delivery) Yes / No 1 pt
  3. Each damage report records the SKU, the sales order or purchase order number and the date Yes / No 1 pt
  4. Each damage report gives the probable cause (vendor defect, carrier, warehouse handling, delivery crew) Yes / No 1 pt
  5. Damage reports from receiving refer to the damage notation on the carrier's delivery receipt Yes / No 1 pt
  6. Each damage report states the cost of the damaged piece Yes / No 1 pt
  7. Concealed damage is reported to the carrier or vendor within the deadline in the freight terms Yes / No 1 pt
  8. Damage caused in the warehouse (forklift, drop, stacking) names the shift and the area Yes / No 1 pt
  9. Each report of damage to a customer's property names the crew members and the surface damaged Yes / No 1 pt
  10. The signed delivery receipt is attached to each damage report found at delivery Yes / No 1 pt
  11. Refused pieces returned on the truck are inspected and reported on return to the warehouse Yes / No 1 pt
  12. Damage reports are numbered and none is missing from the sequence Yes / No 1 pt
  13. Damage reports are entered within one business day of discovery Yes / No 1 pt
  14. The warehouse manager reviews and signs off the damage reports each week Yes / No 1 pt
  15. Damage reports opened in the last 30 days Number
  16. Damage reports with no cause recorded Number
  17. Completeness of the damage reports sampled Rating
    • Complete 5 pts
    • Missing cause or references on some 3 pts
    • Reports missing or mostly incomplete 1 pt

3. Photos 16 items

  1. Every damage report sampled has at least one photo attached Yes / No 1 pt
  2. Photos show the whole piece and a close-up of the damage Yes / No 1 pt
  3. Photos of freight damage show the carton, including the shipping label and the damaged area Yes / No 1 pt
  4. The carton label or serial tag is photographed so the piece can be identified Yes / No 1 pt
  5. Photos are taken before the piece is moved, repaired or repacked Yes / No 1 pt
  6. Delivery records sampled include the photo of each piece in place after setup Yes / No 1 pt
  7. Property damage claims sampled include the crew's before-carry photos of walls, floors or stairs Yes / No 1 pt
  8. Photos carry a date and time stamp from the device or the delivery app Yes / No 1 pt
  9. Photos are stored in the order or claim record, not only on an employee's personal phone Yes / No 1 pt
  10. Photos sent by customers with a post-delivery complaint are saved to the claim Yes / No 1 pt
  11. The loaded truck is photographed before departure to show how pieces were blanketed and strapped Yes / No 1 pt
  12. Photos sent with a customer claim are checked to show the same piece (cover, finish, serial) as the order Yes / No 1 pt
  13. Ten claim files sampled each contained photos clear enough to show the damage Yes / No 1 pt
  14. Claim files sampled for photos Number
  15. Sampled claim files without usable photos Number
  16. Photo evidence in the files sampled Rating
    • Clear and complete in every file 5 pts
    • Missing or unclear in some files 3 pts
    • Rarely taken 1 pt

4. Claims 19 items

  1. Each customer damage claim is linked to a delivered sales order Yes / No 1 pt
  2. The claim date falls within the reporting period stated in the delivery terms Yes / No 1 pt
  3. Claims reported after the customer signed "received in good condition" are reviewed by a manager before approval Yes / No 1 pt
  4. A technician's visit or photo review confirms the damage before a replacement is ordered Yes / No 1 pt
  5. Repair is attempted before replacement when the technician judges the piece repairable Yes / No 1 pt
  6. Replacements, refunds and allowances above the limit set by company policy have a second approval Yes / No 1 pt
  7. Goodwill allowances and partial refunds are recorded on the claim with the reason Yes / No 1 pt
  8. Pieces collected from customers on a damage claim are checked at the warehouse to confirm the damage reported Yes / No 1 pt
  9. Returned damaged pieces are received back into the system on a damaged status Yes / No 1 pt
  10. Customers with repeated claims are flagged for review Yes / No 1 pt
  11. Claims are reviewed by delivery crew and by salesperson to detect repeated patterns Yes / No 1 pt
  12. Protection plan claims are sent to the plan provider and not paid by the store Yes / No 1 pt
  13. Vendor defect claims are submitted to the vendor with photos and the serial or lot number Yes / No 1 pt
  14. Vendor credits received are matched to the claims submitted Yes / No 1 pt
  15. Open customer claims older than 30 days are reviewed weekly Yes / No 1 pt
  16. Customer damage claims opened in the last 30 days Number
  17. Open customer claims older than 30 days Number
  18. Value of allowances and refunds granted for damage in the last 30 days (dollars) Number
  19. Validation of customer claims before settlement Rating
    • Verified and approved per policy 5 pts
    • Verified but approvals missing 3 pts
    • Settled without verification 1 pt

5. Carrier chargebacks 17 items

  1. Freight claims are filed with the inbound carrier within the carrier's claim deadline Yes / No 1 pt
  2. Each freight claim includes the delivery receipt with the damage notation, the invoice and photos Yes / No 1 pt
  3. A log lists every open freight claim with its amount, carrier and filing date Yes / No 1 pt
  4. Freight claims are followed up at the interval set by company policy until paid or denied Yes / No 1 pt
  5. Denied freight claims are reviewed for the reason and appealed where the evidence supports it Yes / No 1 pt
  6. Damage caused by a third-party home delivery contractor is charged back under the contract terms Yes / No 1 pt
  7. Chargebacks to the delivery contractor are supported by the signed delivery receipt and photos Yes / No 1 pt
  8. The delivery contractor is notified of each chargeback within the time stated in the contract Yes / No 1 pt
  9. Property damage claims from customers are forwarded to the contractor or the insurer the same week Yes / No 1 pt
  10. Chargebacks deducted from contractor invoices are reconciled monthly Yes / No 1 pt
  11. Damage attributed to company delivery crews is recorded by crew or truck number Yes / No 1 pt
  12. Freight claim recoveries are posted against the original damage write-off Yes / No 1 pt
  13. Salvage value of damaged pieces is recorded when the carrier leaves the goods with the store Yes / No 1 pt
  14. Open freight claims Number
  15. Value of open freight claims (dollars) Number
  16. Freight claims denied in the last 90 days for late filing or missing notation Number
  17. Recovery of damage costs from carriers and contractors Rating
    • Claims filed on time and tracked to payment 5 pts
    • Filed but not followed up 3 pts
    • Rarely filed 1 pt

6. Trends 17 items

  1. Deliveries completed in the last 30 days Number
  2. Deliveries with a damage report in the last 30 days Number
  3. The damage rate per delivery is calculated and posted each month Yes / No 1 pt
  4. Damage is reported by cause: vendor, inbound carrier, warehouse and delivery Yes / No 1 pt
  5. Damage is reported by vendor, and vendors above the company threshold are escalated to the buyer Yes / No 1 pt
  6. Damage caught at pre-delivery inspection is tracked separately from damage found in the customer's home Yes / No 1 pt
  7. The five SKUs with the most damage are reviewed for packaging or handling changes Yes / No 1 pt
  8. Repeat damage at the same warehouse location or dock door has been investigated Yes / No 1 pt
  9. Redelivery and service call costs caused by damage are tracked Yes / No 1 pt
  10. Results are reviewed monthly with warehouse and delivery supervisors Yes / No 1 pt
  11. Date of the last monthly damage review Date
  12. Crews or employees with a damage rate above the company threshold have received coaching or retraining Yes / No 1 pt
  13. Customer claims approved without a technician visit or photos are listed for loss prevention review Yes / No 1 pt
  14. Corrective actions from the previous damage review have been completed Yes / No 1 pt
  15. Name of the warehouse or distribution manager Short text
  16. Overall control of delivery damage and claims Rating
    • Strong 5 pts
    • Partial 3 pts
    • Weak 1 pt
  17. Corrective actions required Comments

About this template

This checklist is part of the InspectLoop template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In InspectLoop you can add photos, assign corrective actions, require sign-off and compare results across sites.

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